Senior AI Deployment Specialist

Intercom, Inc.; City of Westminster; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading AI Customer Service company in London seeks an AI Deployment Specialist to enhance customer success through innovative AI tools. The role involves deploying AI solutions, collaborating with teams to ensure client satisfaction, and driving product adoption. Ideal candidates should have significant experience in customer-facing roles and a genuine passion for technology and problem-solving. An attractive salary and benefits package is offered, including flexible time off and health insurance.

Benefits

Competitive salary and equity

Lunch provided every weekday

Flexible paid time off

Pension scheme with matching

Health and dental insurance

Qualifications

• 6+ years of work experience, with 4+ years in a customer-facing role.
• Genuine interest in the work and a positive attitude.
• Passion for learning and technology.

Responsibilities

• Act as the main product expert during the customer's deployment.
• Collaborate with teams to deliver the best experience for clients.
• Execute tailored AI-first customer service strategies.

Skills

Customer engagement

Problem solving

Adaptability

Training ability

Rapport building

Curiosity

Job description

Overview

As an AI Deployment Specialist at Intercom, you'll share ownership of our customers' success alongside other members of our Professional Services team. Your primary responsibility is helping customers implement Intercom's suite of AI tools to solve their most complex problems and drive value for their business.

AI Deployment Specialists have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever growing and changing team, you're in the right place.

Responsibilities

• Act as the main product expert during the customer's deployment of Fin AI Agent for Customer Support
• Partner with the Professional Services, Sales, and Customer Success teams to deliver the best possible experience for new clients
• Facilitate discovery of complex customer objectives and translate them into items in deployment plans
• Collaborate with Project Managers and AI Agent Engineers to complete tasks on the deployment plan or enable customers to complete them
• Execute tailored AI-first customer service strategies based on customer goals and drive product adoption of AI features
• Drive the success of the Professional Services Team by exceeding KPIs for your Project Portfolio
• Coordinate with Customer Support and R&D teams to resolve issues, address potential defects, and provide detailed product feedback for feature enhancements
• Coordinate with the Customer Education Team to keep self-serve materials up to date and best in class
• Support Intercom's hybrid working policy, balancing in-office collaboration with flexibility to work from home

Qualifications

• 6+ years of work experience, with 4+ years in a customer-facing role
• Positivity: genuine interest in the work and a positive attitude
• Curiosity: passion for learning, technology, and problem solving
• Training: ability to simplify complex topics
• Rapport Building: comfortable engaging with customers via video calls
• Adaptability: comfort with change and a readiness to experiment to find the best processes and solutions
• Demonstrate Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic
• Bonus skills: experience training on software, with Intercom or other SaaS products; experience with AI Agents and/or Large Language Models; background in Customer Success, Support, Sales Engineering, or Consulting; self-started projects with measurable success; experience with RESTful API integrations

About Intercom and the Role

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin is the most advanced customer service AI agent on the market, enabling always-on, high-quality service and integrating with our Helpdesk to form the Intercom Customer Service Suite for AI-enhanced, high-touch support. Founded in 2011, Intercom is trusted by nearly 30,000 global businesses and is guided by our core values.

What’s the Opportunity?

We are at an exciting time in the Customer Support industry. Fin AI Agent is transforming how our customers do business and driving innovation in their Support Model. The Professional Services team is essential to this process, providing trusted guidance to customers whether they are purchasing Intercom, expanding usage, or adopting new features.

Benefits

• Competitive salary and equity in a fast-growing startup
• Lunch provided every weekday, snacks, and a fully stocked kitchen
• Regular compensation reviews
• Pension scheme with matching up to 4%
• Life assurance and comprehensive health and dental insurance for you and dependents
• Flexible paid time off
• Paid maternity leave and 6 weeks paternity leave
• Cycle-to-Work Scheme with secure bike storage
• MacBooks standard; Windows available for certain roles

Intercom is an Equal Employment Opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity/expression, marital status, or any other legally protected basis. In addition, we do not advocate on behalf of the company or our employees on social or political topics in internal or external communications. We respect personal opinions on non-work topics in personal settings.

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